A Pain In The ? Inbox? Not Anymore.More stable satisfaction scores with only one third of survey invites using AIRajul Jain [Microsoft]

How AI can be used to multiply stability of CX scores for a certain area or segment

Why CX score can be reported for some area or segments EVEN without measuring them

How AI can select those customers most responsive to surveying and scale down email outreach

Senior Market Research Manager, Microsoft, United States

Presentation [ IT / SOFTWARE / HARDWARE / TECHNOLOGY ]

16:30 - 16:45

16:3016:45

Machine-Inspired CreativityHow JJV used AI/ml techniques to uncover deep metaphors to power the launch of their latest innovationPavi Gupta [Johnson & Johnson Vision]

The latest advanced in AI/ml approaches are helping uncover efficiencies across sectors across a wide spectrum of business needs. Can these machine-driven approaches that leverage advanced statistical analyses help us unleash creativity?

Head of Insights & Analytics, Johnson & Johnson Vision, United States

Presentation [ HEALTHCARE / PHARMACEUTICAL / WELLNESS ]

16:45 - 16:55

16:4516:55

Discussion

16:55 - 17:00

16:5517:00

Sponsored slot

Insights IntegrationYou’ve got the insights. Now learn how they power stronger audience engagement and team collaboration. Then, get ready for an interactive and actionable-learnings session on storytelling that can lead to better business results and internal impact.

Insights IntegrationGreg Ambrose [Cineplex]; Tara Murphy [Cineplex]

The Power of Storytelling in SportsHow do you deconstruct and quantify the essence of powerful storytelling to drive meaningful fan engagement and grow brand affinity?Renata Policicio [ESPN]

3 takeaways

It is possible to measure what makes and predicts engaging storytelling.

Relatability is the most important attribute to any story, no matter what your objective is.

Different generations connect and value stories in different ways.

VP Research Global Markets, ESPN, United States

Presentation [ MEDIA OWNER / ENTERTAINMENT ]

17:50 - 18:00

17:5018:00

Discussion

18:00 - 18:05

18:0018:05

Sponsored slot

Humanising The DigitalDiscover how to leverage data while keeping the human at the heart of business discussions, decisions and design for greater consumer understanding and company growth.

18:05 - 18:10

18:0518:10

IntroductionMichael Bowen [Spotify]

Session chairStaff Researcher & Head of the Market Research Community, Spotify, United States

18:10 - 18:25

18:1018:25

Design in the Age of AIRobin Beers [Wells Fargo]

3 takeaways

How will the 4th Industrial Revolution change design?

Why is “ease of use” no longer the pinnacle of good design in the Age of AI?

What are the five principles for design moving forward?

SVP Customer Insights & Experience Design, Wells Fargo, United States

Presentation [ FMCG ]

18:25 - 18:40

18:2518:40

Digital Friendships in the time of COVID-19Maria Silvanskaya [Roblox]

In partnership with Reach3 Insights, Roblox is talking to thousands of players for a deep exploration on the evolution of friendships in the age of social distancing. Selfie videos submitted by hundreds of Roblox players provide rich visual and audible context, revealing profound insights on the way people leverage technology and online platforms to get closer to their friends during these difficult times.

3 takeaways

The successful building blocks of online and digital-only friendships on Roblox and beyond

Differences between real-life vs. online friendships

How the Roblox community has come together during the quarantine and the new, emerging behaviors that we expect to become part of the gaming community’s fabric moving forward into the future

A fresh and effective way of capturing in-the-moment insights from thousands of gamers leveraging mobile messaging-based technology and approaches

Senior Director - Global Marketing, Roblox, United States

Presentation [ IT / SOFTWARE / HARDWARE / TECHNOLOGY ]

18:40 - 18:50

18:4018:50

Discussion

18:50 - 18:55

18:5018:55

Programme summary & closing[ESOMAR]

Thursday 18 June

Programme runs 16:00-19:00 CEST

16:00 - 16:10

16:0016:10

Opening[ESOMAR]

16:10 - 16:15

16:1016:15

Welcome from AdvisorsSara Picazo Lutton [Twitter]

Advisory Board ChairHead of UK Ad Research, Twitter, United Kingdom

Forget Me Not - Traditional & New Methods To Answer Modern QuestionsAssessing the methods that are right for you and remembering when to use what.

It's easy to default and focus on what matters to the business. It's braver - and smarter - to put humans at the heart of everything we do. Let's begin with our humans and their story - and why we must start with our humans.

Our connection with humanity is broken. We want to quantify and categorise people, we try to create algorithms to predict unpredictable human lives which are cozier, messier, real and quite imperfect. Do traditional qualitative methods work in helping us understand people or should we evolve?

It's scary but brave and maybe even a little provocative and uncomfortable, but are there new ways to reconnect with humanity through fearless human-centric research?

Director NAM Portfolio Strategy, Insights and Analytic, Bacardi, United States

This research has been a key contributor to our Global Media Transformation. Helpings us shift from a Mass Reach Big brand story telling approach to adding a complimentary model of reaching consumers with signals in those digital moments that matter.

3 takeaways

Understand how to use behavioural science to nudge consumers in the digital moments that matter.

Do your brands need to be able to stand out in the crowd? Do you need to measure marketing effectiveness in the moment?

Get inspired to build a research plan that allows you to take behavioural insights straight into action.

Global Digital Insights, Mars Wrigley, United States

Presentation [ FMCG ]

16:50 - 17:00

16:5017:00

Discussion

17:00 - 17:05

17:0017:05

Sponsored slot

Social Change TodayHear encouraging examples of businesses embracing social innovation to create meaningful change, both industry- and worldwide.

17:05 - 17:10

17:0517:10

IntroductionMichelle Gansle [Mars Wrigley]

Session chairGlobal Lead - Insights Transformation, Mars Wrigley, United States

17:10 - 17:25

17:1017:25

How Booking.com is Trying to Better Cater to LGBTQAI+ Travelers How can a global brand like Booking.com better serve the LGBTQAI+ community?Jennifer Summers [Booking.com]

3 takeaways

Understand LGBTQ+ travellers: to what extent and in what ways does being LGBTQ+ impact travel behaviour and travel needs?

Gain practical solutions: how can Booking.com (and you) better support LGBTQ+ travellers at all stages of their customer journey?

Be an LGBTQ+ ally: what are the considerations for brands when communicating LGBTQ+ allyship externally?

Hear why insights-driven experimentation is a powerful way to demonstrate the potential business impact of the insights organisation, beyond simply influencing decision making via desktop research, surveys, or qualitative research.

Experiments often fail. If that isn't true at your organisation, you are doing something wrong.

Know that there is value to be learned from failure, in both expected and unexpected ways.

Staff Researcher & Head of the Market Research Community, Spotify, United States

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